Store: Clearwest Solutions
Carrier: Telus Mobility
Location: 9518 Ellerslie Road, Edmonton, AB, T6X 0K6
As much as you would love to have every customer 100% satisfied, sometimes that's simply not possible. When there are things that are unresolved, the customer relationship is at risk and can lead to negative reviews getting posted online.
It's what you do at this point that makes all the difference.
Clearwest Solutions is a TELUS dealer located in Edmonton, Alberta. We found two incidents where a customer was unhappy for a variety of reasons, leading them to post a negative review on Yelp.
An upset customer is an opportunity to earn back trust. How did Clearwest handle it? See for yourself.
From 1 star to 4! Clearwest clearly managed to earn back Gary's trust and confidence, which led to a positive endorsement.
Often, a simple follow-up to explain the situation is all that's needed to earn back a customer's trust. Lorraine took the time to write a positive review and celebrate how it was handled.
What's impressive is that the managers got involved right away and the customer obviously felt that their business was valued.
Lesson Learned: Mistakes happen. We're all human, and so are your customers. How you handle the situation after a negative experience is what counts. Make sure your customers are happy when they leave and, if they're not, do everything you can to turn that frown upside down.
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